Telephone Operator Supervisor

Iaw, Inc.; Kansas City, Northern (MO, KY); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Innovation At Work, Inc. seeks an experienced Telephone Operator Supervisor to oversee 24-hour telephone and telecommunications support services at the Kansas City VA Medical Center.

The Supervisor/Project Manager will manage daily operations, staff performance, scheduling, timekeeping, training, quality control, and compliance with company and Government requirements. Duties include hands-on operator work during staffing gaps and ongoing coaching to maintain the highest service levels.

Qualifications

• High school diploma or equivalent.
• At least two years of call-center, switchboard, telephone-operator, or customer-service experience.
• Previous supervisory or team-lead experience preferred.
• Experience managing a 24/7 workforce or multiple-shift operation preferred.
• Knowledge of medical terminology sufficient to route calls accurately.
• Proficiency with Microsoft Outlook, Word, Excel, and electronic reporting systems.
• Ability to prepare schedules, monitor timekeeping, document performance, and produce accurate reports.
• Strong leadership, communication, organization, and conflict-resolution skills.
• Ability to communicate clearly and professionally in English.

Responsibilities

• Serve as the primary on-site representative for Innovation At Work, Inc.
• Maintain authority to address daily operational and personnel matters.
• Supervise telephone operators assigned to day, evening, midnight, weekend, and federal-holiday tours.
• Prepare and maintain staffing, vacation, weekend, holiday, and relief schedules.
• Ensure all shifts meet the minimum staffing levels required by the contract.
• Monitor employee attendance, punctuality, callouts, overtime, and schedule changes.
• Arrange immediate coverage for absences, vacancies, emergencies, and increased workloads.
• Perform telephone operator duties when necessary to prevent coverage gaps.
• Train and coach employees on VA procedures, emergency communications, customer service, privacy, security, and telephone-system operations.
• Monitor employee performance and address deficiencies through coaching, corrective action, and retraining.
• Ensure incoming calls are answered professionally, accurately, and promptly.
• Review call reports, staffing records, quality-control data, and performance trends.
• Maintain accurate schedules, rosters, attendance records, training records, incident reports, and other required documentation.
• Coordinate with the Contracting Officer, COR, VA representatives, and IAW corporate management.
• Support emergency calls, alarms, codes, disaster notifications, paging requests, and other urgent communications.
• Ensure employees remain at their assigned posts until properly relieved during emergencies.
• Protect Veteran, employee, and Government information in accordance with HIPAA, privacy, information-security, and VA requirements.
• Maintain a professional, orderly, and customer-focused work environment.
• Complete additional duties necessary to ensure successful contract performance.

Skills

Supervisory experience

Call center experience

Emergency procedures knowledge

English communication

Education

High school diploma

Tools

Microsoft Outlook

Microsoft Word

Excel

Reporting systems

Job description

Description

Innovation At Work, Inc. is seeking an experienced Telephone Operator Supervisor to oversee 24-hour telephone and telecommunications support services at the Kansas City VA Medical Center.

The Supervisor/Project Manager will manage daily operations, employee performance, schedules, timekeeping, training, quality control, and compliance with company and Government requirements. This is a working supervisory position. The selected candidate must be prepared to perform telephone operator duties when necessary to maintain required staffing coverage.

Essential Duties and Responsibilities

• Serve as the primary on-site representative for Innovation At Work, Inc.
• Maintain authority to address daily operational and personnel matters.
• Supervise telephone operators assigned to day, evening, midnight, weekend, and federal-holiday tours.
• Prepare and maintain staffing, vacation, weekend, holiday, and relief schedules.
• Ensure all shifts meet the minimum staffing levels required by the contract.
• Monitor employee attendance, punctuality, callouts, overtime, and schedule changes.
• Arrange immediate coverage for absences, vacancies, emergencies, and increased workloads.
• Perform telephone operator duties when necessary to prevent coverage gaps.
• Train and coach employees on VA procedures, emergency communications, customer service, privacy, security, and telephone-system operations.
• Monitor employee performance and address deficiencies through coaching, corrective action, and retraining.
• Ensure incoming calls are answered professionally, accurately, and promptly.
• Monitor compliance with the following performance standards:
  • Average speed of answer of 10 seconds or less.
  • No individual call ringing longer than 30 seconds.
  • Average abandonment rate below 5%.
• Review call reports, staffing records, quality-control data, and performance trends.
• Maintain accurate schedules, rosters, attendance records, training records, incident reports, and other required documentation.
• Coordinate with the Contracting Officer, COR, VA representatives, and IAW corporate management.
• Support emergency calls, alarms, codes, disaster notifications, paging requests, and other urgent communications.
• Ensure employees remain at their assigned posts until properly relieved during emergencies.
• Protect Veteran, employee, and Government information in accordance with HIPAA, privacy, information-security, and VA requirements.
• Maintain a professional, orderly, and customer-focused work environment.
• Complete additional duties necessary to ensure successful contract performance.

Requirements

Minimum Qualifications

• High school diploma or equivalent required.
• At least two years of call-center, switchboard, telephone-operator, or customer-service experience.
• Previous supervisory, team-lead, or project-management experience strongly preferred.
• Experience managing a 24/7 workforce or multiple-shift operation preferred.
• Knowledge of medical terminology sufficient to route calls accurately.
• Proficiency with Microsoft Outlook, Word, Excel, and electronic reporting systems.
• Ability to prepare schedules, monitor timekeeping, document performance, and produce accurate reports.
• Strong leadership, communication, organization, and conflict-resolution skills.
• Ability to communicate clearly and professionally in English.
• Ability to remain calm and make sound decisions during emergencies and high-call-volume periods.
• Ability to perform telephone operator duties and learn VA telephone, paging, alarm, and emergency-notification systems.

Additional Requirements

• Must successfully complete all required background, suitability, security, privacy, HIPAA, and VA training requirements.
• Must be eligible to obtain and maintain required VA identification and system access.
• Must be dependable and available to respond to after-hours staffing and operational issues.
• This position is considered essential under VA disaster-readiness requirements.
• Employment is contingent upon completion of all contract-required onboarding and security procedures.